Customer Success - Team Lead (m/w/d)

Ready to make a paws-itive impact in the pet world? Join Lassie, the InsurTech company taking the Swedish, German, and French pet markets by storm! We've just secured a whopping $75 million in Series C funding, and we're on a mission to provide the best pet insurance solutions out there. Our goal? To ensure every furry friend gets the care they deserve, and their owners get peace of mind.As we set our sights on expanding, we're on the hunt for a Customer Success Team Lead to join us. If you're ready to embark on an adventure with us and help revolutionize pet insurance, we want to hear from you!This position is placed at our office in Berlin where we apply a hybrid work model with 2-3 days at the office. You will be reporting directly to our Head of Customer Success & Claims.TasksAbout the roleAs Customer Success Team Lead for our German market, you will be the driving force behind a team that delivers world-class service to pet parents across Germany. You'll lead, coach, and develop a team of Customer Success specialists, while continuously improving how we work – from processes and tools to quality. This is a hands-on leadership role for someone who loves people management as much as building scalable operations, and who gets energized by turning data into better customer experiences.In this role you will:Lead, coach, and develop a team of Customer Success specialists in the German market through regular 1:1s, feedback, and career developmentOwn day-to-day operations of the team – staffing, scheduling, and ensuring SLAs and quality standards are consistently metMake sure the team reaches its goals and KPIs, and translate insights into concrete actions and improvementsContinuously refine processes, workflows, and tooling to scale our customer experience as we growCollaborate closely with other departments to make sure the voice of the customer is heard and acted uponRequirementsProven experience leading a customer-facing team, ideally in a fast-paced scale-up, insurance, or fintech environmentA genuine people leader – you love coaching, developing talent, and building a strong team cultureGoal-oriented and driven by results – you take ownership of targets and rally your team to reach themComfortable working with CS tools (e.g. Intercom and Fin) and a structured, analytical approach to problem-solvingFluent in German, both written and spoken (a non-negotiable)Comfortable in English, both written and spokenA passion for pets and for delivering an outstanding customer experience is a big plus!Nice to have - experience working in a regulated industry like insurance, banking, finance etc.BenefitsThe opportunity to be part of a dynamic company in an early growth stageA flexible, warm, and dynamic company cultureAn international work environment with plenty of room for initiative and short decision-making processesThe excitement of working on a unique product that makes the world a little betterA hybrid working model combining office and remote workDeutschland Ticket or Urban Sports Club membership30 paid vacations in a calendar yearAfter-work gatherings and team eventsDogs are, of course, welcome in the office We are an equal opportunity employer and value diversity within our company. We do not discriminate on the basis of ethnic origin, religion, nationality, gender, sexual orientation, age, marital status, or disability.